360 box lost all my recordings?

[twinflameskiss]

The same just happened to my box. Had a load of recordings to catch up on and watched a few this afternoon and kept getting an error that they couldnt be deleted. I suspected the box had just been updated (its now 5.14), so I turned the box off and on (not factory reset) and all the recordings have gone. Completely wiped. Also, all the planned recordings I had have been wiped and need adding again. This isnt the first time, it happened over last Christmas as well when I was away and I contacted Virgin and they had no idea and talk to you like you're an idiot only focused on trying to incinuate that its your fault. I work in IT and said you must have logs if you reset someone box and they just said they dont. They wipe our boxes when they upgrade and just dont care, as long as we keep paying them.

[twinflameskiss]

I had the same happen to me today, for the 2nd time. I reported it last time and they just didnt care and said they had no idea, when it was clearly due to them forcing an upgrade of their software on a customer.

[twinflameskiss]

"A software update shouldn't delete your recordings or planned recordings."

Agree, but it does. Twice now for me. Mine is on all the time, and even if it wasnt thats no excuse to wipe all your recordings. I reported it last time and went through in detail with tech support over the phone and they just fobbed it off with no idea. They dont even keep a log of when they reset your box to look up and confirm if they did. Im not going to waste my time ringing them again, just warn others its VIRGINS FAULT, not the customers.

[twinflameskiss]

This just happened to me today for the second time and my posts I made 30mins ago about it have all been taken down? Someone on here covering for Virgin? 

[twinflameskiss]

And yet again, you have removed my posts from this thread. I will be lodging a formal complaint to Virgin tomorrow about your overeach and censoring of customers posts. Authority has gone to your head Melissa_F. 

[DavidM71 · Accepted solution]

The same has happened to me on both boxes. I put a post on here yesterday! Wasted hours on the phone for them to blame me and make every excuse under the sun, Finally after over 2hrs on the phone they decided to replace the boxes of which was promised for today. You guessed it, nothing turned up! 

[twinflameskiss]

I put in a tech support call, and spent 40mins running around unplugging and plugging cables in, only to prove everything was working correctly, and they couldnt explain why everything on my box was wiped. They didnt even have a log to be able to confirm it was factory reset. I work in IT and know the tricks pulled when deploying software to make it easy for them. They didnt even offer to replace my bx, just wanted me to get off the phone when the guy realised he couldnt explain it. Now its happened again, Im not going to waste another hour, instead I'll just post online so others know its not just them, and leave as soon as my contract runs out.

[twinflameskiss]

I noticed it loked like my box waas just upgraded to 5.14 and the same happened to me yesterday. It previously happened over Christmas 2023. I put in a tech support call, and spent 40mins running around unplugging and plugging cables in, only to prove everything was working correctly, and they couldnt explain why everything on my box was wiped. They didnt even have a log to be able to confirm it was factory reset. I work in IT and know the tricks pulled when deploying software to make it easy for them. They didnt even offer to replace my box, just wanted me to get off the phone when the guy realised he couldnt explain it. Now its happened again. Im not going to waste another hour with them for nothing, instead I'll just post online so others know its not just them, its Virgin, and leave as soon as my contract runs out.

[Nickih]

This has also happened to me this week, after the pain of trying to speak to a human he said it was because the box must of needed more space and I should of had it set to not delete recordings!, and now I have discovered the apps for Netflix. Disney and Amazon also now don’t work, so another painful call to try and sort that as well 

[twinflameskiss]

They tried to tell me that last christmas, but they had no proof and were just guessing. I know for a fact my box was approx 20% used on Thursday when they wiped it again, so it is not that. You come here for 'support' and yet my posts about this keep issue getting hidden, as if there is a coverup of this problem going on, instead of trying to help.